Manager, Commercial Account Management

About the Team

Our post-sale team owns the full customer relationship for commercial customers driving adoption, retention, and expansion. Account managers on this team act as trusted commercial advisors, helping customers realize the full value of LangChain while protecting and growing revenue through renewals and expansion. The team works closely with Product, Engineering, and RevOps to deliver a seamless customer journey.

About the Role

We're hiring a Manager to lead and scale our Commercial Account Management team. You'll be responsible for the performance of the team as a whole, coaching individual account managers, setting the strategy and cadence for how the team manages renewals and expansion, and owning the portfolio-level retention and net revenue retention numbers that result. This is a player-coach role early on: you'll need to be able to step into a deal or a customer relationship directly when it matters, while building the systems and talent that let the team scale.

What You'll Do

- Hire, coach, and develop a team of commercial account managers, setting clear goals and providing regular feedback on pipeline management, negotiation, and customer relationship skills

- Own the team's rolling forecast and consistently meet or exceed quarterly and annual retention and expansion targets across the portfolio

- Build and refine the playbooks, processes, and tools the team uses to manage the customer lifecycle, from onboarding through renewal and expansion

- Review portfolio health regularly with your team, helping them identify churn risk early and prioritize the right accounts and interventions

- Get directly involved in complex or high-stakes renewals and expansion conversations, including commercial negotiation and deal structuring, when your experience can move a deal forward

- Build scaled account management practices to provide the team leverage and focus their energy on building a stronger customer relationship

- Partner with Deployed Engineers, RevOps, and Product to align on a unified post-sale strategy and to represent the voice of the customer in product evolution

- Set and track the metrics that matter for the team: retention, NRR, forecast accuracy, pipeline coverage, and report on team performance to leadership

- Support your team through quoting, procurement, and contract processes, and help resolve escalations that require additional commercial or organizational leverage

What You'll Bring

- 6+ years of experience in a quota-carrying, customer-facing role such as Account Management, Customer Success, or Renewals Management, preferably within B2B SaaS

- 2+ years of experience directly managing or leading a team of account managers, customer success managers, or similar quota-carrying reps

- A proven track record of hitting team-level retention and expansion targets (e.g., Gross Renewal Rate, Net Revenue Retention), not just individual quota

- Strong coaching instincts, you can diagnose what's holding a rep back in a negotiation or renewal cycle and help them improve

- Strong commercial acumen, with experience overseeing complex, multi-stakeholder renewal and expansion cycles

- Strong technical aptitude and the ability to understand and articulate the value of complex technical products; familiarity with the modern AI/LLM stack is a significant plus

- Exceptional communication skills, with the ability to represent the team's priorities to cross-functional leadership and to build rapport with customer executives directly when needed

- Proficiency with CRM software (e.g., Salesforce) for forecasting and pipeline oversight

- Comfort operating with a high degree of autonomy and ambiguity in a fast-paced, high-growth environment

Nice to Have's

- Direct experience at a high-growth, developer-first, or AI/ML infrastructure company

- Experience managing a team through a consumption or usage-based pricing model

- Experience building an account management function from an early or immature stage, writing the first version of the playbook, not just inheriting one

Compensation

$275k OTE